Manage Bookings

Note

To learn how to set up Bookings for your site, see Set Up Bookings.

This article covers the various actions staff members and attendees can take after Bookings is set up and your business is accepting appointments.

Appointments

The follow sections explain actions attendees and staff members can take on appointments.

View Booked Appointments

To view past or upcoming appointments, the staff member needs the Bookings admin permission.

To view booked appointments:

1. In the side panel, click Bookings.

2. In the Bookings section of the Site Dashboard, click Booked Appointments.

3. Use the tabs Today, Future, and Past to locate the desired appointment(s). The Booked Appointments table includes both confirmed and canceled appointments, and assigns a relevant status.

Edit, Duplicate, or Delete an Appointment Type

Staff members with the Bookings admin permission can edit, duplicate, or delete an appointment type.

To edit, duplicate, or delete an appointment type:

1. In the side panel, click Bookings.

2. In the Bookings section of the Site Dashboard, select Appointment types.

3. Click the three horizontal dot icon next to the desired appointment type. Select either Edit, Duplicate, or Delete.

Join a Virtual Appointment

Attendee

To join a virtual appointment as an attendee, the attendee needs to click the link provided in their confirmation email.

Staff member

To join a virtual appointment as a staff member:

1. In the side panel, click Bookings.

2. In the Bookings section of the Site Dashboard, click Booked Appointments.

3. Locate your meeting in the Booked Appointments table and click Link under the location column.

Accept or Decline an Appointment

If configured, staff members have the option to accept or decline an appointment request. To learn how to enable this feature, see Require Bookings Confirmation.

Note that payment for paid appointments is collected at the time of booking and not when the appointment is accepted. If declining a paid appointment, you will also need to issue a refund.

To accept or decline an appointment:

1. In the side panel, click Bookings.

2. In the Bookings section of the Site Dashboard, click Booked Appointments.

3. Locate the desired appointment, then click to open it.

4. Under Manage this appointment, click either Decline or Accept.

5. If you clicked Decline, optionally enter a reason in the text field, then click Decline Appointment. If you are declining a paid appointment, you need to refund the booker. Follow the instructions in the Refund a Paid Appointment section.

The booker will receive an email either confirming their appointment or letting them know their request was declined and refunded (if applicable).

Reschedule or Cancel an Appointment

Attendee

An attendee can reschedule or cancel an appointment by clicking Reschedule or Cancel in the appointment confirmation email or in the confirmation popup they receive on the site. Note that after the confirmation popup is closed, attendees can only cancel or reschedule from the confirmation email.

Staff member

Staff members can reschedule or cancel appointments assigned to them.

To reschedule or cancel an appointment:

1. In the side panel, click Bookings.

2. Expand the Bookings section of the Site Dashboard and select Booked Appointments.

3. Click the three horizontal dot icon next to the desired appointment and select Reschedule or Cancel Appointment.

4. Enter a reschedule or cancellation reason in the text field.

5. If you are rescheduling or canceling a paid appointment, you need to refund the customer. In the popup under Refund the customer? select either Refund now or I’ll do it later if needed.

   If you selected to Refund now, you need to complete the following:

   • Select the checkbox next to the appointment being refunded.

   • (Optional) Enable the email notification toggle if you want the booker to receive an email confirming their refund.

   • (Optional) Enter a reason for the refund.

   • Click Refund.

The attendee will receive an email letting them know their appointment has been canceled or rescheduled. And if applicable, the attendee will also receive an email confirming that a refund was issued.

Refund a Paid Appointment

If you previously canceled a paid appointment, you need to refund the booker. Note that you can refund an order before canceling it, however refunding the appointment will not automatically cancel the appointment.

To issue a refund for a paid appointment:

1. In the side panel, click Bookings.

2. Expand the Bookings section of the Site Dashboard and select Booked Appointments.

3. Locate the appointment in the table and click to open it.

4. Under Manage this appointment, click Refund.

5. Select the checkbox next to the appointment being refunded.

6. (Optional) Enable the email notification toggle if you want the booker to receive an email confirming their refund.

7. (Optional) Enter a reason for the refund.

8. Click Refund.

View Abandoned Appointments

An appointment is considered abandoned when the booker selects a date and enters their email, but does not book the appointment, or complete the checkout flow for paid appointments.

To view abandoned appointments, follow the instructions in our Abandoned Carts in Native Store article.

Staff Members

To complete the actions described in this section, the Staff member needs the Bookings admin permission.

Edit or Delete Staff Member

Note

• Before deleting a staff member, you need to cancel all of their upcoming appointments.

• Once a client user is assigned to a staff member profile, you cannot unlink them. Instead, you need to delete the staff member’s client account in the Website Builder platform.

To edit or delete a staff member profile:

1. In the side panel, click Bookings.

2. Expand the Bookings section of the Site Dashboard and select Staff Members.

3. Click the three horizontal dot icon next to the desired staff member and select Edit or Delete.

   • If you are deleting a staff member, you need to first cancel all of their upcoming appointments.